Collections agent Job in Cardiff

Collections agent Job in Cardiff. Apply for the latest Cardiff jobs in Accounting/Financial/Insurance.

Collections agent Job in Cardiff

Job Description
The Company

A PE backed Financial Services company in Cardiff who are looking for a forward thinking, customer friendly Collections agent to join them on the journey of continued growth and success. The Group employs over 500 people across 5 offices. They pride themselves on their excellent customer service and have a 98% positive approval rating from customers. But it's not just customers who thrive. Employees also have the opportunity to achieve their full potential. With 4 strategic pillars, Reward, Track, Improve and Assist, at the heart of the business, employees have clear focus and career direction. This is a key appointment which offers the chance to add value across the business.

Purpose of the role

To support the Operations Manager to achieve departmental service levels whilst upholding company standards and complying with all relevant Company and regulatory obligations. This is a key role in ensuring that the fair treatment of customers is embedded within the Operations team whilst ensuring that fair customer outcomes are consistently delivered.

Key Responsibilities:

Actively engage and build trust with customers by providing information appropriate to their individual circumstances
Proactively manage all customer service-related inbound communication (via telephone, correspondence, email, portal)
Ensure regulatory transactional documentation is issued accurately and correctly in accordance with regulatory requirements
Identify situations that may require specialist handling (e.g. complaints, vulnerability, fraud)
Handling and identifying customer complaints, logging and investigating with the aim to put a resolution in place
Acknowledging and dealing with vulnerable customers as the first point of contact to ensure their specific needs are understood and they are treated with care and consideration
Managing accounts in arrears by contacting customers to establish the root cause and providing solutions
Completing Income and Expenditure assessments and making repayment decisions in accordance with TCF principles and Company strategies
Knowledge desired:

Demonstrable knowledge of FCA rules (including CONC rules), delivering fair outcomes to customers, CCA and GDPR regulations
A working knowledge of customer services and arrears management
Knowledge and practical application of late arrears and litigation practices
Experience desired:

Previous experience in financial services (with relevant regulatory appreciation) with demonstrable success in customer service and arrears within a regulated lending environment.
Demonstrable experience of working accounts in arrears including applying arrears forbearance measures and identification of customers that are vulnerable
Demonstrable experience of collecting arrears for loans

Job Type: Permanent, Full Time
Location: Cardiff
Category: Accounting/Financial/Insurance
City: Cardiff
County: South Glamorgan
Country: United Kingdom
Salary: £24000 – £29000/annum
Benefits: